The National Accounts Operations & Performance Manager is responsible for supporting the execution, performance, and ongoing success of National and Key Account programs. This role works closely with Sales, Operations, Branch Leadership, and Account Management teams to ensure effective onboarding, service delivery, operational consistency, contract compliance, and customer satisfaction across the national portfolio. The position drives accountability, coordinates cross functional activities, manages escalations, monitors performance metrics, and supports the successful retention and growth of National and Key Accounts through operational excellence.

Responsibilities

Operations & Performance Management

• Lead the implementation, onboarding, and ongoing operational execution of National and Key Account programs.

• Coordinate and align activities across Branch Operations, Account Management, and Sales teams to ensure consistent service delivery and fulfillment of contractual commitments.

• Monitor and report on portfolio performance KPIs, including service delivery, customer satisfaction, contract compliance, work order management, and account health metrics.

• Proactively identify operational risks, service gaps, and improvement opportunities and drive corrective actions with internal stakeholders.

• Manage customer escalations and facilitate timely resolution to ensure a positive customer experience.

• Ensure all National Account contractual requirements, service commitments, and reporting obligations are met.

• Develop and maintain strong working relationships with customer contacts and internal operational teams.

• Lead regular operational reviews with branches and stakeholders to drive accountability and performance.

• Support customer business reviews by providing operational performance reporting, Insights, and recommendations.

• Remain actively engaged in National Account initiatives, transitions, and service delivery projects. Portfolio Support & Retention

• Support the retention and growth of National and Key Accounts through operational excellence and customer satisfaction.

• Analyze portfolio performance and identify opportunities to improve service delivery, efficiency, and customer value.

• Facilitate communication and alignment between customer stakeholders and Schindler operational leadership.

• Support the successful execution of modernization, repair, service, and construction opportunities within the portfolio. Process Management & Administration

• Develop and maintain operational reporting, customer scorecards, and portfolio performance dashboards.

• Prepare and maintain customer information, contract documentation, and account records in accordance with established procedures.

• Work closely with Contract Control, Billing, and Operations teams to support contract administration and compliance.

• Support accounts receivable collection efforts and assist with the resolution of billing related issues and disputes.

• Provide guidance and support on work order management, service processes, and operational systems. People Management

• Manage National Accounts Team and ensure all key and national accounts administration tasks are successfully completed

• Post Secondary Degree
• 3 - 5 years in elevator industry or related experience, or a similar industry which includes the sales and servicing of capital equipment Critical Skills
• Proficient in MS Office, Excel and PowerPoint
• Communication: Communicate clearly and articulately
• Customer Service: Demonstrate costumer focus through improving performance; Demonstrate commitment to customer service through improving customer satisfaction
• Negotiation: Ability to negotiate both persuasively and effectively in a tactful manner so as to gain customers’ acceptance
• Persuasion: Motivate customers to act or react in a manner to support business growth
• Presentation: Ability to present materials clearly and engage audience
• Problem Solving: ability to fully understand the problem, assess responsibility, explore alternatives, develop creative solutions and negotiate settlements
• Teamwork: Ability to interact with all levels and be an integral part of the operation

The base salary range for this role is $73,000 to $105,000.

Actual compensation will be determined based on a variety of factors, including relevant experience, education, skills, and market conditions, as well as internal equity considerations, in alignment with our overall compensation practices.

In addition to base pay, this role will be eligible for: Bonus Incentive Program

This range represents base salary only and does not include bonus, incentive compensation, or benefits. Eligible employees may participate in discretionary incentive programs based on individual and company performance. A comprehensive benefits package is offered to eligible employees.

We are committed to fair and transparent compensation practices. This posting represents an existing vacancy. The salary range disclosed reflects our good-faith estimate of base pay at the time of posting.

Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this position.

We do not use artificial intelligence in our hiring or evaluation process. All hiring decisions are made by authorized human personnel.